Primrose Surgery

Practice didn't examine my child properly

I would not recommend booking appointments at this practice. I had concerns about the quality of care provided during my visit, as I felt a thorough examination was not conducted and the assessment seemed rushed. I believe this matter warrants further review by the appropriate authorities.

Difficult to reach and long waiting times

Disappointing experience with the service provided. On one occasion, my call went unanswered. On another day, I called early in the morning and waited over an hour and a half for a response, even though I was told it would be brief. The waiting times are quite lengthy and the staff attitude did not feel particularly attentive to patient needs. I would suggest considering alternative providers unless you are comfortable with extended wait times and limited assistance.

Receptionists kept cutting me off mid-call

Disappointing practice. I've advised my grandma and mum multiple times to consider switching from this surgery. The reception staff seem disengaged and unresponsive. I experienced being interrupted mid-conversation during a call. I've submitted a formal complaint about my experience. A clinician indicated they would send a link for uploading images related to my grandma's health concern, but this never arrived. After waiting several hours, I contacted reception and was promised a text message to my phone, which didn't materialise hours later. When I called back, I was interrupted again before finishing my explanation. On a subsequent call, I spoke with another staff member to obtain details for lodging a formal complaint. The overall impression is that staff appear unmotivated and disinterested in their roles. My grandma is experiencing discomfort and, due to these service failures, has not yet received her required medication. I believe it would be beneficial for my grandma to seek care elsewhere.

Friendly reception staff made booking straightforward

The practice provided excellent service from the entire team, and the doctor was particularly outstanding and caring.

Staff went above and beyond with care

Best surgery by far !!! All the staff members are absolutely amazing and they go above and beyond to ensure the best possible care! The clinical team are wonderful doctors who always do their best to help patients such an amazing team they have at this practice! We need more people like this in our community!!! 10/10

Friendly reception staff made all the difference

Excellent medical practice in the local area.

Long wait times and dismissive care response

I attended the practice following a previous visit and experienced concerns regarding the care provided. During a recent appointment, a family member presented with elevated blood pressure readings and was monitored in hospital for an extended period. Following this lengthy stay, we felt unable to continue and decided to take them home. When I subsequently raised my concerns with the attending clinician, I was disappointed by the response received. Rather than addressing the seriousness of the situation, the advice given was to manage the condition at home without adequate resources or clear instructions being provided. We were informed of a significant wait for monitoring equipment, which felt inappropriate given the circumstances and health considerations involved. I questioned whether a more structured approach to ongoing care and support could have been offered. I felt the care pathway lacked appropriate attention to duty of care standards, and both clinical and support staff appeared to show limited engagement with the situation. I had anticipated more comprehensive support and assistance, particularly given the nature of the health concerns presented. The overall experience fell short of expectations in terms of service quality and compassionate care. I would hesitate to recommend this service based on what we experienced. I do wish to recognise the positive contributions of several team members within the practice. Their commitment and professionalism have been genuinely valuable, and their efforts have clearly been important to the practice's ability to serve the community effectively. Their approach has demonstrated both skill and genuine care. Conversely, I have concerns about the conduct of the practice management. Their demeanour and approach have often seemed dismissive and disrespectful towards both patients and colleagues. I have observed interactions that appeared condescending towards staff members, which is concerning in a healthcare environment. Additionally, some reception team members could benefit from developing stronger interpersonal skills and demonstrating greater respect towards patients. Many patients, including myself, value continuity of care with a familiar clinician, yet obtaining such appointments can prove challenging. Both management and reception staff would benefit from reflecting on their professional standards to foster a more respectful and supportive atmosphere for all.

Felt properly listened to and examined

One practitioner at the surgery is fantastic and really listens to my concerns and helps with my problems, unlike another clinician I saw. I came in with an appointment recently with throat discomfort, and this clinician didn't examine me or discuss whether I might need antibiotics. In contrast, the first practitioner examined me straight away, referred me to the appropriate service for further care, checked my blood pressure, and prescribed medication to help me recover. I'm very grateful for their thorough approach and would highly recommend them.

Reception staff made me feel genuinely welcome

The reception team member provides exceptional service with a consistently positive attitude and genuine warmth. They demonstrate outstanding professionalism and willingness to help, always going the extra mile to assist patients. Their dedication and commitment to excellent customer care is truly commendable and deserves recognition. Thank you for your outstanding support.

Felt truly listened to and reassured

I have been a patient at this surgery for some time and have consistently felt reassured by the medical advice and exceptional knowledge demonstrated during my visits. The healthcare professional I saw displayed a fantastic bedside manner, truly listening to my concerns, understanding my situation, and providing the care and support one would expect from someone in the medical profession. Thank you for delivering such outstanding care and for being a brilliant professional. I am very grateful for the experience.

Appointment cancelled despite arriving only slightly late

Disappointing and unsympathetic service experience. My child attended with respiratory symptoms. Despite arriving slightly behind schedule due to unforeseen circumstances, the appointment was cancelled without consideration for the situation. Found the handling of a unwell child to be particularly upsetting.

Reception staff ignored repeated requests to avoid certain appointments

If I could rate this practice any lower, I genuinely would. Following what I experienced as an incorrect diagnosis several years ago, I have serious concerns about my ongoing care at this surgery and feel compelled to formally address this matter. Since that initial experience, I have consistently requested appointments with alternative practitioners because I feel the care I received was dismissive, and interactions with certain staff members have significantly worsened my mental health. I have repeatedly asked the reception team during booking to ensure I am not scheduled with the same practitioner, sometimes becoming quite distressed in doing so. Healthcare professionals working within the NHS have a fundamental responsibility to provide compassionate care, and if there are gaps in capability or approach, management should be engaging in conversations to ensure the role is appropriate. During my appointments, I have experienced communication that felt harsh and impatient, despite my medical records clearly documenting my mental health vulnerabilities. For someone with my conditions, I would reasonably expect a more considerate and understanding approach to help rather than exacerbate my difficulties. Each interaction leaves me feeling worse rather than supported, and I can no longer continue in this situation. This morning, I believe inaccurate information was recorded in my medical notes, which is part of a broader pattern of not receiving the respect, care and dignity I am entitled to. I am prepared to escalate this complaint through appropriate regulatory channels because no patient should experience this standard of care.

Reception staff were dismissive and unprofessional

I wish I could give zero stars if I could. This practice has been absolutely disappointing. Let me begin with the front desk experience. The reception staff demonstrated poor communication skills and unprofessional conduct. I found the interaction to be quite rude.

Receptionist was rude and ignored my face-to-face request

I would give zero stars if possible. This practice requires serious improvement. The experience was extremely disappointing. I waited for a telephone consultation for an extended period, and despite requesting an in-person appointment when booking, I was scheduled for a phone call instead. When I contacted the practice to inquire about the delay, the staff member I spoke with was unhelpful and dismissive. The overall interaction was very frustrating, particularly regarding how I was treated by reception staff. The communication and professionalism fell well short of what I would expect.

Long wait for callback despite requesting face to face

This practice requires significant improvement. I have had a frustrating experience. I waited throughout the day for a callback that did not arrive. When I booked my appointment, I clearly requested an in-person visit, but instead I was scheduled for a telephone consultation without my preference being respected. When I contacted the practice to inquire about the delay, the staff member I spoke with was unhelpful and dismissive. Overall, I found the service to be disappointing and the interaction with reception staff to be unprofessional.

Receptionist blocks multiple bookings per call

If I could give 0 stars I would. Absolutely dreadful practice. Let's begin with the reception team, where one member genuinely appears to require additional training or replacement. This particular "policy" regarding booking appointments for only one person per call is problematic, especially when obtaining an initial appointment is already challenging. By the time you've waited to call back, naturally there are NO slots available and you're told to "ring back tomorrow morning". If all reception staff enforced this rule it might be understandable, but it appears to be just ONE individual who implements this approach, whilst the others do not. You can sense when this person answers that the call will be difficult. You must independently follow up on your own test results, even when they show concerning findings. Attempting to obtain a referral is equally frustrating as you'll need to pursue this yourself as well. THE WORST PRACTICE ever. The sole reason we remain with this practice is because the clinical staff are excellent practitioners. It's regrettable regarding the remainder of the team, particularly that one under-prepared reception member who makes it unnecessarily challenging for patients to secure appointments easily. (This person works the early morning shift every day, best of luck to everyone)

Listened carefully and followed up on progress

I experienced worsening respiratory symptoms over the summer months and the clinician I saw listened attentively to what I was describing. They promptly prescribed appropriate preventative medication and additional treatment, then made a point of following up a few days afterwards to provide further advice and monitor how I was getting on. Their genuine and thoughtful approach to my care was genuinely helpful, and I would certainly recommend them to others.

Long waits on the phone with no queue updates

The customer service experience was disappointing, with extended wait times when calling in. There were no alternatives offered such as callback options, and no information provided about queue position.

Reception team made me feel supported

I had a conversation with a member of the reception team who demonstrated helpfulness and provided good support, which I appreciated.

Hard to book face to face appointments here

Unable to secure an appointment. The practice indicated that a clinician would contact me on a particular day, but this call did not materialise at the stated time. Obtaining an in-person consultation has proven to be quite challenging.